# Big Wins at Brisbane Airport Biometrics

Published: May 5, 2026

![A family using the Amadeus bag drop system in Brisbane airport](https://cdn.sanity.io/images/8wa2ao33/production/13d744c10d379c0ed3e8d3d90e564a1cda606623-1350x750.png)

## Biometric Bag Drops

Recently, I tackled the UX for the biometric Automated Bag Drop (ABD) experience at Brisbane Airport. The technology was in place, but initial biometric adoption was lagging. To find out why, I stepped out of Figma and into the terminal.

## The Friction

Through extensive observational studies and brief passenger interviews, I quickly identified the roadblocks:

- **No perceived value:** Users weren't opting in because the benefits weren't clear.

- **Cognitive overload:** The enrolment screen was a daunting wall of text.

- **Privacy anxieties:** Data security was a major hesitation.

To add to the challenge, Legal required highly detailed consent information and acceptance graphics to remain strictly on a single screen.

## The Solution: Actionable, Inclusive UX

I redesigned the enrolment and capture flows to balance strict enterprise constraints with a seamless user experience.

- **Designing for Trust:** I restructured the UI to immediately highlight the benefits (speed and convenience) and clearly address privacy. By establishing a strong visual hierarchy, we fit all mandatory legal requirements onto one screen without overwhelming the user.

- **Contextual Clarity:** On the viewport screen, I introduced clear instructions for users to remove headwear before scanning.

- **Inclusive Bypasses:** Recognizing that some users cannot remove headwear for cultural, religious, or medical reasons, I designed a seamless bypass option. This allowed them to easily transition to agent-led verification without feeling penalized or stuck.

## The Results

By directly addressing user anxieties and removing UX friction, the redesigned flow delivered massive, measurable business impact:

- **77% Biometric Enrolment:** A massive **~40% increase** in kiosk adoption compared to previous periods.

- **74% Success Rate:** Achieved highly consistent 1:N successful transactions at the bag drop.

- **~51-Second Drops:** We shaved **~20 seconds** off the average transaction time, getting passengers on their way faster than ever.

This project was a masterclass in how targeted UX research and clear design can drive enterprise-scale efficiency. To top it off, the success of this rollout earned me an in-house **Star Award**—basically the ultimate gold star for highly effective, high-impact design work!



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